Technical Operations Specialist Job in Simplotel

Position Technical Operations Specialist

We are looking for a Technical Operations Specialist to provide enterprise-level support to our clients (hotels). A
suitable candidate needs to have a keen eye for detail, work collaboratively within a team to ensure the smooth
functioning of the Operations department. Ultimately, you will be a person our clients trust. They will rely on
you to provide timely and accurate resolutions.

Responsibilities:

• Respond, manage, and resolve customer queries and issues sent via a ticketing system
• Talk clients through a series of actions (either via phone, email, or chat), until their queries and issues are resolved
• Develop and implement strategies that will ensure a positive experience that exceeds the hotel and its guests expectations
• Conduct training sessions for clients to effectively leverage the use of our products
• Follow defined steps to setup and configure our products, coordinating with both external partners as well as client stakeholders where necessary
• Provide feedback and escalate unresolved issues to internal departments (e.g.: Software Developers, Customer Success/Account Managers)
• Prioritize and manage several open issues simultaneously
• Operate & drive several projects internally
• Create SOPs and document knowledge in detailed steps

Skills required

• BE/BSc/BCA or equivalent degree (preferably in computer science, or electronics & communications)
• Excellent problem-solving and communication skills
• Good understanding of computer systems, mobile devices and comfortable using software products
• Basic understanding and knowledge of DNS (A, NS, MX records etc)
• Ability to sustain with dynamic processes and constant updates
• Ability to provide step-by-step guidance, both written and verbal
• 1 to 2 years of experience in a client-facing role in a consultation/support function

Location: Bangalore

Please share your updated CV on careers@simplotel.com